Customer Support Specialist

At Crutchfield, our innovative company culture is centered around helping our employees succeed while delivering best-in-class service to our customers. We're looking for exceptional Customer Support Specialists to join our growing team. If you haven't heard of us, we're a unique blend of things: an acclaimed, national online retailer, a family-owned business that's Virginia-based, and a community-oriented group of consumer electronics enthusiasts. In short, we sell fun stuff and love doing it. For the 4th year in a row, we’ve been recently named as one of the Best Places to Work by Virginia Business Magazine and Best Companies Group.

Read on if you're a natural at helping people and value a healthy, supportive work environment...

As a Crutchfield Customer Support Specialist, you will:

• Delivery legendary service by providing emotionally enriching experiences to Crutchfield customers via phone, chat & email.
• Engage our customers with a calm, interested and professional demeanor.
• Provide helpful solutions to customers through active listening, empathy, and problem solving.
• Actively listen to the customer to determine their needs, and paraphrasing, if needed, to clarify. (We don’t use scripts)

Qualifications: 

• Passion for helping people, problem solving and exceptional interpersonal skills.
• A background in customer service (and other related fields) is recommended but not required.
• Strong communication, problem-solving skills and basic math skills. 
• Ability and willingness to learn through on-the-job training.
• Proficient computer skills.
• Highly self-motivated.
• Ability to communicate clearly and effectively through phone, email, and chat.
• Ability to maintain a consistent work schedule, including some evenings until 8pm and at least one weekend shift (Saturday or Sunday)

Training:

We provide all the training needed for the job, no worries. Customer Support Specialist training includes about 4 - 5 weeks of onsite classroom training where you’ll learn the ins and outs of our applications, policies, procedures, and overall philosophy of helping our customers. Following classroom training, trainees will complete about 2 weeks of job shadowing with an experienced Customer Support Specialist. Our next training class is scheduled to begin on May 11th, 2026. 

Salary and Benefits:

Pay starts at $17.34/hour with potential for a bonus based on performance of up to $300 every 3 months.  This full-time position comes with a comprehensive benefit package including two health insurance plans to choose from along with dental and vision insurance plan options. We also offer a competitive wellness program, tuition reimbursement, 401K retirement plan, relaxed dress code, and discounts on the fun stuff we sell. You're even allowed to bring your dog to work! Want pet insurance for your pup? We offer that as an option. 

All full-time employees are also offered: short-term disability insurance and long-term disability insurance options, employer-paid life insurance, and voluntary life insurance options, including those for spouse and children. FSA and HSA options are also available. Asl us about these benefits in your interview - we're glad to provide details! 

Onsite and Remote Work

Our new Customer Support Specialists will be trained onsite at our contact center in Norton, but after training you will have the opportunity to work a hybrid schedule which allows 2 days working remotely within the Commonwealth of Virginia and 3 days working onsite per week.

For any questions or inquiries about this position, please contact our recruiting team:

Peter Barcia, pbarcia@crutchfield.com 

Malkam Martin, mmartin@crutchfield.com 

Crutchfield is an equal opportunity employer, and we welcome applications from all suitably qualified persons regardless of their race, color, sex, sexual orientation, gender identity, national origin, ethnic origin, religion/belief, disability, veteran status or age.

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